Customer Service Professional Experience

ROBERT ROBERT BELL BELL

ac0mkk@r.postjobfree.com 817-***-**** 4331 rosehill rd 1, Garland, TX 75043 CUSTOMER SERVICE SUPERVISOR

Summary: "A highly knowledgeable Customer Service Supervisor with 5+ years of experience and outstanding organizational skills." Qualified supervisor offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Key skills: Call Center Experience Scheduling Appointments Inbound/Outbound Calling Team Management Quality Control Scheduling Meticulous attention to detail Conflict resolution techniques Client relations specialist Management of remote employees Skilled multi-tasker Talent Development Customer Service

PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

UnitedHealth Care, 1311 W President George Bush Highway 2014 to 2017 Customer Service Supervisor

Trained agents in becoming an advocate for the members. Coached agents on their metrics, phone etiquette, compliance, and quality to align their metrics with the sites metrics.

Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Initiated operations improvements to improve overall call center productivity. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Managed call center from initial start-up to full operational status One Exchange/Tower Watson, 1350 N. Glenville Dr. Richardson TX 2013 to 2014 Customer Service Supervisor

Trained agents with transitioning retiree's into Medicare and training the agent on how to assist

Reviewed agents calls, completed 1 on 1's as well as 2 coaching's per month Effectively managed a high-volume of inbound customer calls. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Initiated operations improvements to improve overall call center productivity Securus Technologies, Dallas, TX US 2010 to 2010

Customer Service

-14651 Dallas Pkwy Suite 600, Dallas, TX 75254

ROBERT BELL ac0mkk@r.postjobfree.com 817-***-**** Trouble shot phone accounts, took payments, as well as assisted with setting up new accounts.

09/2010 01/2010

04/2011 - 11/2011

10/2007 - 01/2008 -

Allstate Insurance, 1150 E Arapaho Road, Richardson TX 2012 to 2013 Customer service adjuster

Filed claims for total loss vehicles, damaged homes, property loss as well as processed checks for insurers and lien-holders.

Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally EDUCATION & TRAINING

Associate Of Science, Major: Science & business, Collin College Currently attending Collin College for Associate Of Science & business degree 3.1 GPA

Coursework includes Speech and Communication, Sociology, Business and Psychology Completed Advanced Customer Service training

Kenneth Whitherspoon @ Securus Technologies, 214-***-**** Sharon Miller@ Securus 1-800-***-****

AFFILIATIONS & COMMUNITY INVOLVEMENT

SENIOR SUPPORT

Occasionally i donate my time to the senior assistant living homes by assisting them with duties, extracurricular activities and anything else the facility is in need of for me to do. ACHIEVEMENTS

Exceeded corporate target for customer satisfaction for 4 months in a row. Reduced staff turnover by 13% in one year by implementing several well-received team and morale-building programs.

ROBERT BELL ac0mkk@r.postjobfree.com 817-***-**** Recreation of UES (customer survey) to produce quality results

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